NOTE: This article covers how to initiate a cancelation in the Ascend dashboard. For an overview of how cancelations work, see: [Cancelations: Overview →].

Before You Begin

Before canceling a policy in Ascend, make sure you have confirmation from the carrier, wholesaler, or MGA that the cancelation has been processed. This typically comes as a cancelation endorsement or written confirmation, along with the cancelation effective date. If you have a cancelation invoice from the carrier, wholesaler, or MGA, Ascend can use it to autofill most of the details for you.

If you don't have everything on hand yet, you can still proceed. Ascend will prompt you for only what's needed based on what you have available.

Cancelations should only be initiated in Ascend after the carrier, wholesaler, or MGA has confirmed the cancelation.

Step-by-Step: Canceling a Policy

Step 1: Navigate to the Program Page

From your Ascend dashboard, find the program you want to cancel.

Step 2: Request the Cancelation

Click the Actions button in the top right corner and select Cancel. Select which policies you wish to cancel, and then select Continue.

Step 3: Do You Have a Cancelation Invoice?

The first thing Ascend will ask is whether you have a cancelation invoice from the carrier, wholesaler, or MGA.

If you select Yes:

You'll be prompted to import the invoice. Ascend will attempt to autofill the cancelation details, such as effective date, policy number, and return amounts, directly from the document. Review the prefilled fields carefully and correct anything as needed before continuing.

Once the invoice details are confirmed, please select Create return + to create return invoices

For each return invoice, you'll select:

• Payer: Who is responsible for sending the funds. This will be either:

  • Agency: for return commission (RC) owed by your agency to Ascend

  • Carrier: for return premium (RP) when the wholesaler/carrier is sending funds directly to Ascend

• Return amounts: The net premium and unearned commission amounts for that invoice

Make sure the correct payer is correctly selected for each invoice, this is how Ascend tracks what's been collected and from whom.

Select Create transaction to save a return invoice.

Note if your agency needs to return commission to the carrier/wholesaler/MGA (i.e., RT Specialty), funds should not be returned to Ascend, and you should delete the suggested return invoice for return commission.

If you select No:

You'll be asked to fill in three fields manually:

• Policy number

• Cancelation effective date

• Supporting documentation

Once you do receive the cancelation invoice from the carrier/wholesaler/MGA, please create Return invoices as stated above.

Step 4: Review and Confirm Cancelation

Review your details, then click Confirm cancelation in the top right corner to complete the cancelation. Future invoices are voided immediately, the program status updates, and the policy appears in your Cancelations page for ongoing tracking.

After the Cancelation

Once submitted, Ascend begins tracking the return premium (RP) and return commission (RC) requirements for the policy. You can follow the status of both from your [Cancelations Page →] or the transactions on the Program page. Our team may reach out if additional documentation is needed.

When the Standard Flow Doesn't Apply

In practice, how RP and RC are collected doesn't always follow a straight path. There are two common variations worth knowing about.

The carrier, wholesaler, or MGA sends RP directly to the agency

Sometimes the carrier, wholesaler, or MGA routes the return premium to the agency instead of Ascend. In this case, the agency is responsible for forwarding the full gross return premium, which includes both RP and RC, back to Ascend. In this case, please select Agency as the payer for both Net premium + fees and Unearned commission.

The carrier, wholesaler, or MGA requests RC from the agency directly

In other cases, the carrier, wholesaler, or MGA collects the return commission from the agency directly, then remits the full gross return premium, RP and RC, to Ascend themselves. The agency pays RC to the carrier, wholesaler, or MGA, and Ascend receives the combined amount from their side. In this case, please do not create a return invoice for your agency to pay RC. Instead, please select Carrier / wholesaler as the payer for both Net premium + fees and Unearned commission.

Frequently Asked Questions

Q: What if the carrier, wholesaler, or MGA says no return premium is owed (e.g., due to filings or an expired policy)?

When a policy is cancelled, the return premium is calculated and issued entirely by the insurance carrier, wholesaler, or MGA — Ascend has no role in determining that amount. In some cases, the carrier may determine that no return premium is owed (for example, due to state filing requirements, minimum earned premium provisions, or an expired policy). If the return premium is less than the insured's remaining loan balance, or if no return premium is issued at all, the insured is still responsible for paying off the outstanding balance. For questions about why a specific return premium amount was issued, we recommend reaching out to the carrier directly.

Q: Can I return more funds after I've already submitted a return?

Yes. If you need to return additional funds after a previous transfer has been paid, you can create a new return invoice from the Cancelation detail drawer.

Q: What if I entered an incorrect return amount?

If the transfer has not yet been paid, you can edit the invoice from the Cancelation detail drawer. If the transfer is already in progress, contact [email protected].

Q: Who calculates the return premium amount?

Return premium is calculated by the carrier, wholesaler, or MGA based on the cancelation effective date and any applicable minimum earned premium. Ascend displays expected amounts based on what they provide.

Contact Us

Need more help? Contact us at [email protected].